As a manager dealing with an employee who is having issues with job performance and working well with his co-workers, I would approach this employee with proper thought and good care. I would start by asking him to give me a day and time that we can meet to discuss work. I would then set up a meeting at a time and place that was convenient to both of us. I would do this to try to make sure that the employee does not feel like he is about to be attacked in any manner. I am simply anticipating that this employee can and will become defensive so I want to be ready for his defense. I want the tone of the meeting to be set as an encouraging one as opposed to one that is degrading or discouraging in any way. I want to show this employee that I am open to avenues that would help the situation.
When we finally meet I would start by reiterating the reason why the department exists and explaining to the employee the details of his job requirements and duties. I would continue by explaining to him the importance of teamwork, which is basically working well with the people in the department and the importance of pleasing the customers as well.
Then I would ask him if he understood everything that I explained and if he thought that he was doing everything that he can do to follow these guidelines to the best of his ability. My anticipation is that he would say yes. Then I would have to express to him certain situations I have seen and particular circumstances that have been brought to my attention by some of the customers. I would not mention too much of what is going on at work with his co-workers, but I will state that I have seen certain confrontations that were not considered mature or respectful on his part. I will express this carefully because I do not want animosity among any of the employees in the department. I expect that he would deny it or become very defensive about it. This would escalate the situation. He may give excuses for his actions and reactions and I would have to explain to him that no excuse is good enough for acceptance of this kind of behavior.
I would have to try to de-escalate the conflict by explaining to him that the company is nowhere without the customers and that they come first no matter what. I would have to explain to him that without these customers we may not be employed. Also, I would have to explain to him that we have to be able to work well together to give our best performance at our jobs. I would address the situation using the “we” approach so that he realizes that this is what I would do with any employee in his shoes. I would not want him to think I am attacking him on a personal level but that this was all in the best interest of the company and its staff. This would be my strategy to de-escalate the conflict. I will also de-escalate the conflict by telling this employee that in no way is he about to lose his job.
According to the reading this week, “In simplest terms, negotiation is a discussion between two or more disputants who are trying to work out a solution to their problem.” (Maise, 2003). I would also use negotiation as a tool in resolving this conflict. I would explain to him that he can keep his job if he is willing to improve his performance. I would explain to him that this means providing the customers with the assistance and service that they need and treating them, along with his coworkers, with respect and courtesy. I would offer additional training if he thought he needed it, something like a refresher, to assure him that I am willing to work with him if he is willing to work with me as his manager to resolve the conflict at hand.
References
Maise, M. (2003). What is Negotiation? Retrieved May 17, 2012, from
Maise, M. (2003). What is Negotiation? Retrieved May 17, 2012, from
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